Austin ReVital Massage

Complaint: ***
I am rejecting this response because: *** clearly operates her business in shady ways.Where in your brochure or on your website does it indicate that all sales are final? If it were in your brochure that you hand to your clients and you were an honest and upfront person, logically it would be on the same page where your massage packages and rates are listed. How interesting. I just double checked your website and now it says "All Sales Final" when yesterday it didn't because I checked. You told the Revdex.com that you updated your site, but you didn't share that info in the personal email you just sent me. Interesting. I find it hard to believe that out of the thousands of clients you say you've had that I'm the first person to experience an issue w/ "all sales final."How do you inform your clients that all sales are final because I wasn't informed at all. Your front desk person/*** certainly didn't tell me at the time I was thinking about buying a package. I find your practices utterly shameful and devious.Please also share w/ me when and how I was notified hours in advance that *** would be my therapist and not ***. That's rather interesting to me as well because when I was there getting a massage, *** told me that they don't really have a good system in place when that happens and that they really need a better one to let clients know. But yet, you're telling me that I was notified hours in advance. So which one is it? Based on what I'm seeing, I'm going to believe what *** said. Customer service is to ensure your customer's happiness and satisfaction. I am clearly neither of those things based on the facts of the matterand the fact is, you/Revital repeatedly have shown me that you operate in shady, subpar ways and clearly don't care about your clients. You care about your client's money and that's it.As you know, there's no shortage of social media channels where word of mouth advertising can either help or hurt a business. Please be advised that I plan to share the facts of this ugly experience on social media outlets and hope that the $was worth it to you
Regards,
*** ***

Responding to the complaint made by Ms [redacted]. Lets start  with her major complaint and that is that her financial situation changed after her recent purchase at our establishment. It is and always has been the company policy that all sales are final. Because we offer such a large savings by...

prepaying for a package ($100 in Ms [redacted] case) there are no refunds given.We received a voicemail Sat 8/6 in the afternoon indicating she had lost her job and wanted a full refund. I returned Ms [redacted]'s call at my earliest convenience, Tue morning 8/9. I explained to Ms [redacted] what our company policy was and that I was sorry she had lost her job. I know this was not the response she was looking for, however it is our policy and we uphold it with all our clients.  As for her other allegations that we are a bait and switch operation, We go to great lengths to meet the needs of both our clients and our therapists, and at times therapist do get switched, we make a great effort to accommodate all requests and Ms [redacted] was notified of the therapist change in her 24 hour reminder. (lets not forget she was pleased enough with her service to buy a package)In the 4 plus years and over 3000 clients, we have never a situation like this occur. As of August 9, 2016 I have made sure it is well stated on the website and in the studio to avoid any confusion in the future.